Frequently Asked Questions

General:

      1. Are the products you sell guaranteed to be authentic?Rest assured, all products available at Pan-West are genuine and authentic.

      1. I can’t find what I am looking for on the website. Does this mean you don’t stock it? Although we try to display all our products on the website, some items available in-store may not be listed online. Let us know what you're looking for, and we'll try our best to source it for you. Contact Us.

      2. Do I have to register to purchase? No, you can checkout as a guest. However, we recommend creating an account for a better shopping experience, including order history and convenience for future purchases.

      3. I have registered but forgot my password. What do I do? Use the “Forgotten Password” function at the login screen. The automated system will guide you through the process to reset your password.

      4. I have added the items I wish to purchase to my cart. What do I do now? Click on the cart icon at the top right-hand side of the website to view and adjust your cart. Then, click “Checkout” to complete your purchase.

      5. I have found an issue with the website. What can I do? We appreciate your feedback! If you encounter any issues or technical faults, please let us know so we can address them. Contact Us.

      6. How do I use my promo code? Enter your promo code in the "Gift Certificate and promo code" section during checkout and click ‘Apply’ to redeem it.

      7. Why isn't my promo code working? Promo codes may only be valid for certain products or promotions. Ensure the promotion is still active and that the code isn’t combined with other offers or store vouchers.

      8. Can I redeem reward points for online purchases? Reward points can only be redeemed at physical Pan-West outlets.

      9. When will I get my refund? Refunds typically take 7 to 14 working days from the last communication with our customer service.

  • Couldn’t find the answer to your question(s) above? Contact Us.